Senior Guest Experience Manager

PURPOSE OF POSITIONAs the Senior Guest Experience Manager at Raffles Dubai you will play a pivotal role in ensuring an exceptional and personalized experience for all guests. You will oversee the Guest Relations department manage guest expectations resolve concerns and collaborate with various teams to deliver the highest standard of luxury serviceKEY ROLES & RESPONSIBILITIES FOR GUEST RELATIONSEnsure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departureGuest Satisfaction & Service Excellence:Lead the Guest Relations team to provide intuitive anticipatory service maintaining the highest level of efficiency and professionalismEnsure exceptional guest satisfaction through personalized recognition and attentive service from arrival to departure aligning with LQA standardsHandle VIP and highprofile guests with discretion ensuring their preferences are met and expectations exceededCollaborate with all hotel departments to elevate the guest experience ensuring seamless service deliveryHandle guest concerns and requests promptly and professionally to ensure complete guest satisfactionActively gather and analyze guest feedback addressing any areas of improvementImplement guest feedback into actionable steps to continuously improve service delivery and guest satisfactionProvide ongoing training and development opportunities for team members to enhance service deliveryConduct departmental meetings to ensure clear communication and alignment on service goals and operational standardsWork closely with Front Office Housekeeping and F&B teams to ensure a flawless guest experienceCommunicate to Director of Rooms all pertinent information such as the expected arrival and departure of VIPsGuest Relations Management:Monitor the ALLLoyalty Programme and guest amenity history to ensure repeat guests and VIPs receive special recognitionPrepare and ensure timely placement of welcome letters and amenities for guests in coordination with the Butler teamAddress and follow up on guest complaints ensuring prompt resolution and corrective actions when necessaryAttend Club and VIP guest events to gather feedback and continuously improve service deliveryMonitor guest feedback from various channels (surveys reviews direct comments) and implement service enhancements accordinglyReview arrival lists to ensure VIP room allocations amenities and special requests are handled properlyPromote hotel facilities and services encouraging interhotel sales and enhancing the overall guest experienceParticipate in regular team meetings to ensure smooth communication and operations across departmentsConduct probation reviews and formal performance appraisals for all team membersPrepare comprehensive induction programs for new team members to ensure smooth onboardingCoach counsel and provide constructive feedback to team members to foster growth and performance improvementCompliance & Standards:Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried outPerform additional duties and special projects as assigned to improve guest relations and service quality.Financial & Health & Safety:Collaborate with the Director of Rooms to prepare and manage the departments annual budgetMonitor and control departmental costs to ensure performance aligns with the budgetAssist in the preparation of the hotels strategic plan goals and Rooms division budgetEnsure adherence to health and safety guidelines maintaining a secure environment for both guests and staffProactively address hazardous situations and notify supervisors of potential risksLog security incidents and accidents as per hotel requirementsQualifications :PERSONAL ATTRIBUTESStrong organizational skills with the ability to manage a diverse multicultural workforceExcellent leadership and communication skills with the ability to engage and motivate the teamHigh levels of integrity and dedication with a focus on continuous improvementFlexible management style to adapt to changing work environmentsIndepth knowledge of Front Office OperationsAbility to maintain guest and hotel information security and confidentialityProficiency with the Opera Property Management System is preferredQUALIFICATIONSDegree from School for Tourism & Hotel ManagementEXPERIENCEMinimum 5 years relevant experience with at least 2 years at a Managerial levelAdditional Information :Raffles DubaiSheikh Rashid Road Wafi121800 Dubai United Arab EmiratesRemote Work :NoEmployment Type :Fulltime#J-18808-Ljbffr